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Unlock, Analyze, Act
Salesforce helped unlock data by weaving the digital thread across several IT and business systems:
- Salesforce Service Cloud allowed access to customer and account information at a glance.
- MuleSoft unlocked asset information with the customer by surfacing ERP data in Salesforce.
- Tableau reached into our data lake to surface real-time Flight Data provided by the MRO and identified the best partner to rush deliver the spare part.
All of this was completed in a single-pane-of-glass view, accessing information across the lifespan of the customer's assets.
Weaving the Digital Thread
Digital Thread creates a closed-loop between digital and physical worlds to help optimize products, people, processes, and places. Using Salesforce as an engagement layer, unlock your siloed data, analyze and gain insights into your data, and take action with better decision making.
Let's take a look at a Salesforce approach to digital thread through the lens of a service case with Service Cloud. Tim, a service agent, starts his day with a complete view of this airline’s customers and their service needs. He utilizes the Omni-channel to see case requests coming via SMS, Email, Social, Web, Live Chat, Live Video, and Phone. Your agents don't have to swivel to another application - they can quickly move from one case to another.
Service Cloud
With the Service Console, agents can quickly gain a 360º view of customer needs and issues - accessing Sales and Service histories and even asset data that resides within other systems such as an ERP.
Tim reviews the case, alerting him one of his customers has an Aircraft on Ground (AOG). He needs to react quickly to get his customer back up in the air and flying. Tim can review guidance for success and utilize the milestones feature to ensure he is complying with SLAs.
Salesforce Knowledge
Salesforce Knowledge provides agents with articles to help them solve customer issues or answer common inquiries.
The case details let Tim know that the plane’s issue is with the APU. Salesforce can intelligently serve up a knowledge article that details a faulty oil pump is the likely cause of the smoke the ground crew reported. If this is the problem, it is usually paired with a spike in Exhaust-Gas-Temperature (EGT). Now that Tim knows what to look for, he can verify the solution.
Unlock Your Data With MuleSoft
Mulesoft integration platform provides a standardized way to connect data and applications with reusable, composable APIs.
Using the power of Mulesoft and integration of their ERP with Salesforce, Tim can instantly find serial number asset information for customers. He takes a deeper look at this APU, which is causing the problems. Here he can see detailed information about the specific asset, including warranty, performance data, past work orders, case history, and more.
Analyze Data With Tableau
Tableau, the world’s leading analytics platform, helps make better business decisions faster by enabling easy-to-use, self-service visual analytics augmented with AI.
Tim opens up the Flight Data tab, which utilizes Tableau to connect to the external data source of the asset, bringing results into Salesforce in real-time. Looking at this data, he confirms a noticeable spike in EGT, resulting in the oil pump failure. This spike confirms the Knowledge article information, and Tim knows he needs to replace the oil pump and rush-deliver it to the aircraft.
Supplier Delivery Performance
Tim uses Tableau to investigate historical orders by the various suppliers and proceeds to make a data-driven decision on with which supplier he should place the order. He first looks at average supplier delivery delays then drills into supplier delivery performance by part and priority. Tim can identify suppliers who have a history of poor performance to ensure he does not place this important order with them.
Turn Data Into Actionable Information
Tim also reviews delivery delays by destination, filtering down to Auxiliary Power as his desired Part Category related to the APU's oil pump and AOG as the priority. Tim can see that the average delays across the suppliers are -2. He sees that Aeropulse is consistently shipping quickly and determines they are the right supplier to place an order with.
Work Order
Data insights can help make decisions by uncovering and resolving potential issues. Once uncovered, the common layer enables rapid data action to resolve any problems.
Tim places an order for the replacement oil pump and records the purchase on the case which is integrated seamlessly with the ERP system. This seamless integration ensures timely orders, deliveries, and updated financials in all systems of record.
Unlock, Analyze, Act
Salesforce helped unlock data by weaving the digital thread across several IT and business systems:
- Salesforce Service Cloud allowed access to customer and account information at a glance.
- MuleSoft unlocked asset information with the customer by surfacing ERP data in Salesforce.
- Tableau reached into our data lake to surface real-time Flight Data provided by the MRO and identified the best partner to rush deliver the spare part.
All of this was completed in a single-pane-of-glass view, accessing information across the lifespan of the customer's assets.
Weaving the Digital Thread
Digital Thread creates a closed-loop between digital and physical worlds to help optimize products, people, processes, and places. Using Salesforce as an engagement layer, unlock your siloed data, analyze and gain insights into your data, and take action with better decision making.
Let's take a look at a Salesforce approach to digital thread through the lens of a service case with Service Cloud. Tim, a service agent, starts his day with a complete view of this airline’s customers and their service needs. He utilizes the Omni-channel to see case requests coming via SMS, Email, Social, Web, Live Chat, Live Video, and Phone. Your agents don't have to swivel to another application - they can quickly move from one case to another.
Service Cloud
With the Service Console, agents can quickly gain a 360º view of customer needs and issues - accessing Sales and Service histories and even asset data that resides within other systems such as an ERP.
Tim reviews the case, alerting him one of his customers has an Aircraft on Ground (AOG). He needs to react quickly to get his customer back up in the air and flying. Tim can review guidance for success and utilize the milestones feature to ensure he is complying with SLAs.
Salesforce Knowledge
Salesforce Knowledge provides agents with articles to help them solve customer issues or answer common inquiries.
The case details let Tim know that the plane’s issue is with the APU. Salesforce can intelligently serve up a knowledge article that details a faulty oil pump is the likely cause of the smoke the ground crew reported. If this is the problem, it is usually paired with a spike in Exhaust-Gas-Temperature (EGT). Now that Tim knows what to look for, he can verify the solution.
Unlock Your Data With MuleSoft
Mulesoft integration platform provides a standardized way to connect data and applications with reusable, composable APIs.
Using the power of Mulesoft and integration of their ERP with Salesforce, Tim can instantly find serial number asset information for customers. He takes a deeper look at this APU, which is causing the problems. Here he can see detailed information about the specific asset, including warranty, performance data, past work orders, case history, and more.
Analyze Data With Tableau
Tableau, the world’s leading analytics platform, helps make better business decisions faster by enabling easy-to-use, self-service visual analytics augmented with AI.
Tim opens up the Flight Data tab, which utilizes Tableau to connect to the external data source of the asset, bringing results into Salesforce in real-time. Looking at this data, he confirms a noticeable spike in EGT, resulting in the oil pump failure. This spike confirms the Knowledge article information, and Tim knows he needs to replace the oil pump and rush-deliver it to the aircraft.
Supplier Delivery Performance
Tim uses Tableau to investigate historical orders by the various suppliers and proceeds to make a data-driven decision on with which supplier he should place the order. He first looks at average supplier delivery delays then drills into supplier delivery performance by part and priority. Tim can identify suppliers who have a history of poor performance to ensure he does not place this important order with them.
Turn Data Into Actionable Information
Tim also reviews delivery delays by destination, filtering down to Auxiliary Power as his desired Part Category related to the APU's oil pump and AOG as the priority. Tim can see that the average delays across the suppliers are -2. He sees that Aeropulse is consistently shipping quickly and determines they are the right supplier to place an order with.
Work Order
Data insights can help make decisions by uncovering and resolving potential issues. Once uncovered, the common layer enables rapid data action to resolve any problems.
Tim places an order for the replacement oil pump and records the purchase on the case which is integrated seamlessly with the ERP system. This seamless integration ensures timely orders, deliveries, and updated financials in all systems of record.
Unlock, Analyze, Act
Salesforce helped unlock data by weaving the digital thread across several IT and business systems:
- Salesforce Service Cloud allowed access to customer and account information at a glance.
- MuleSoft unlocked asset information with the customer by surfacing ERP data in Salesforce.
- Tableau reached into our data lake to surface real-time Flight Data provided by the MRO and identified the best partner to rush deliver the spare part.
All of this was completed in a single-pane-of-glass view, accessing information across the lifespan of the customer's assets.
